Shell Energy Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Shell Energy.

Recent Customer Ratings for Shell Energy

  • Satisfaction
    1.6 stars
  • Customer Service
    1.7 stars
  • Speed
    1.7 stars
  • Reliability
    1.6 stars

Based on 272 customer ratings since 2023-05-22 (Show all time ratings)

Find alternatives to Shell Energys to Shell Energy   Compare broadband in your area

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

1,469 Customer Reviews over 37 pages

  • Reviewer
    Location
    Glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Completely useless.
    Broadband continually drops out for minutes at a time during the day making watching Netflix or streaming a painful experience. When it is working the speed is ok.

    Have been without a working phone line since installation and the web chat and initial phone support are worse than useless.

    Current waiting for an Openreach engineer to visit but no idea when as the complaints department haven’t got round to telling me if one has actually been booked or not.

    The worst broadband service I’ve had in 15 years and 10 at this property. Bitterly regretting moving from my previous provider.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    DO NOT USE THIS COMPANY

    An absolute joke when it comes to customer service,
    My Broadband was ment to go live on 4th Sept,
    4 days later nothing !
    Spent over 2hrs on phone being passed from one department to another to then be told my order was cancelled then told it was still live
    Agent asked me to unscrew faceplate at wall and try and connect inside,
    Never heard anything like this ever,
    Then told an engineer would call a few days later but he never showed up,
    When I called them they tell me he was at my door ! NO HE WASNT, then they tell me he called me ! NO HE DIDNT,
    Then then said he would call back following day which he did in his own car, no tools, told me he was off day before as he had to take dog to vet,
    Something told me he was at it,
    Told me the router was refurbished and faulty and I would have to call to arrange another router to be sent out,
    When I threatened to cancel they assured me I’d get router within 48hrs which I did,
    Again it didn’t work, closer inspection it was another refurbished one,
    Then after spending another hour on phone to cancel order I was threatened with a £300 cancellation charge,
    I’ve had no service from day 1 and very poor customer service,
    At that point I said I would be paying nothing and proceeded to cancel DD,

    This is undoubtedly the worst company I’ve delt with, I’d urge anyone reading this to not use this company as your stress levels will go through the roof,

    Worse two weeks of my life ever.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Has ShellBroadband for a week, no WiFi, nothing.
    On phone for hours to idiots, and I mean idiots.
    New modem sent, connected today, now won't accept password.... honestly,bit wouldn't.
    One of there idiot advisor's suggested I get on my knees, disconnect BT phone box, which I laughed at his suggestion.
    Finally another advisor came on phone, Ivor.
    15 minutes later, sorted.
    Good ole Ivor.
    But once my contract up, never ever again.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Customer Service
      3 stars
    Comments
    From the day the service went active, the broadband did not work. They wasted 4 days and made me call everyday trying all sorts of instructions and resets. Finally Shell Energy broadband asked to agree to a 65£ charge to send an engineer and is now asking to pay an early termination fee.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Was swapped from Post Office to Shell 6 months ago. Haven't had a single day of constant internet since. Drops out 50 times a day. I've spent hours on the phone with them and after 6 months finally got a BT engineer booked. Shell claims they found a fault and fixed it but my internet is still the same. Cancelled my contract with them and was sent a final bill for £65. On a £17 a month contract. They can whistle for their money. I suppose the moral of the story is that if they can't keep oil out the ocean, they shouldn't try breaking into the broadband market.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Shell Energy
    Date
    Comments
    I have been with shell energy for 3 years and can honestly say it is the worst company I have ever delt with. After 2 years they cancelled my contract without my knowledge. I then found out that this resulted from my neighbour accidently putting my flat number which resulted in them terminating my contract. After opening a new contract I experienced a variety of different problems such as my bills being higher than what the contract states and my internet was running significantly slower. The customer service here is apauling. With all these issues arising every couple of weeks I was constantly on the phone with customer service, every person I spoke with told me something different and I was constantly being told to speak with different departments as no one knows what they are doing. They reopened several contract for me with out my permission and when I wanted to leave the company due to all the hasses and no revolment of any of these issues, they then told me I had to pay for the full termination fee because it was a new contract. As stated above I did not agree to cancel or reopen my contract several times and i now should have been in my original contract for 9 months meaning I should only need to pay for the remaining 9 months ( it is a 18 month contract). But shell energy is insisting I pay for the full 18 month termination fee. I would highly suggest that everyone stays away from this company as they are only looking to scam and make more money
  • Reviewer
    Location
    Glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I also have BB through Shell and the service has been nothing short of appalling. Setup a Direct Debit which Shell despite saying the payment would be taken did not request payment from my bank. Clearly the DD system is beyond the understanding of some.
    However, my contract is now over and having search for a new provided have been advised by Shell Broadband that my final bill will include a cease charge of £15 as clearly shown in section 5.11 on page 16 of 27.
    This is a heads up to those looking to move to Shell, you will have to pay £15 to leave then at any time in the future.
  • Reviewer
    Location
    glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking service, speeds were 34.9mbps to 0.04mbps and unable to load internet page unless within two metres of their 'premium router'. Due to daughter needing to access internet for uni work I requested to leave. Full 18 month contract amount taken from bank account. Complained to Ombudsman and no action taken...Shell do NOT need to provide or assist with macbook connection - only connection we could maintain was with a regular laptop that was not Apple...all macbooks continually could not connect to the 2.4 or 5g wifi...advised to purchase 'mesh' products. Part of Ombudsman decision stated "Shell hasn't acted unfairly by charging the full amount" also, Shell Energy "did its best to help troubleshoot the issues" I was experiencing. Unbelievable.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Would not have given a star, not very good company do not care about their loyal customers only the money they can get even though you contact them about being in hospital for 4 weeks they still want to charge you for services you do not get to use
  • Reviewer
    Location
    glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don't go near them!!!!!!
    Terrible service constant drop outs...Blamed it on me...Went back to po bb and the minute it activated all problems gone and had a perfect service.....Po bb gave up the bb business and to my horror shell took over and all the same problems started again.....They are garbage and they are scammers and liars they know its them!!!! A disgrace a total f disgrace.....Stay well away
  • Reviewer
    Location
    Glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This company is criminal. Charged £700 when I switched to BT, despite promising, ( because service was non -existent, execrable ) I would not have to pay anything. Broadband cut out when watching programmes, so much so we couldn't watch ANYTHING.Had to pay for engineer visits and new broadband appliance. And was charged for the old one! What a joke!This went on for two years.
    Now very large outstanding " bill " is with debt collection agency because I refuse to pay. Have reported Shell to Ombudsman ( formerly Post Office, there was no say in this switcheroo from former supplier, P.O )Shell should stick to oil. The whole outfit are a bunch of crooks worldwide.Hellish company, avoid like the plague. Would give zero stars if I could. Absolute thumbs down.
  • Reviewer
    Location
    glasgow
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    absolutely the worst provider I have ever used. download speed 1.5mbps
    upload. 85

    they not only want paid 30 days notice to leave but a £15 admin charge.
    5 days after official complaint nothing from ANYONE.
    one word PATHETIC
  • Reviewer
    Location
    Gloucester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After switching to Shell energy, we have consistently had issues with loss of broadband connection and had low speeds - after 2 days of joining and reporting numerous faults; I've been quoted £270 to cancel.
    The telephone service is also incredibly unprofessional and should be reviewed immediately.
  • Reviewer
    Location
    Gloucester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Was moved from Post Office to Shell for phone line only. Out of order at least once on a weekly basis. Can never get through to Customer Service so have given up. Will be changing provider.
  • Reviewer
    Location
    Gloucester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If I could give them zero for all of these ratings I would. Impossible (literally) to cancel even out of contract with NO service.Under 1 Mbps if it even connected.
  • Reviewer
    Location
    Gloucester
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I was transferred by Post Office to Shell Energy . Why did Shell Energy think they had the expertise to take on broadband. Like other reviewers, my trying to contact customer service is impossible. I had no problem with them until I had to start accessing via the webmail. Since then I have had to change my password dozens of time because message states for me to check caps lock and re-enter correct password. Am then told backup email address not recognised and to use a post office email. What's the point of that when I cannot access email. I have emailed a complaint, written a complaint and to date, no response whatsoever. Like other reviewers, if I could give zero star, I would. I am close to moving to another provider but the thought of having to advise everybody re new email address is putting me off. PLEASE DO NOT EVEN CONSIDER CHANGING TO SHELL ENERGY BROADBAND.
  • Reviewer
    Location
    Gloucestershire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Friends phone line disconnected today.
    She has been on phone trying to find out why most of afternoon. She is so fed Up so I am trying to contact Shell. Transferred to what they call "customer service" sat listening to recorded music and message. Taking well over an hour.
    Whole thing is like a joke "Customer Service" Glad I use another provider. whole thing is unfortunate for my friend who was previously with the post office with no problems.
  • Reviewer
    Location
    Gloucestershire
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Customer service? What customer service?. endless time on phone, online chat hopeless. I was transferred from post office after years of good service but regret the takeover as Shell is rubbish at customer service... Am now looking for new provider but regret having to lose email address.
  • Reviewer
    Location
    Glouster
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst package I have ever experienced. Slow connection and definitely no way of contacting them as they don't answer the helpline. Useless
  • Reviewer
    Location
    Godalming
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Very slow today 0.4 upload and .05 download. So much for Slow Shell!
  • Reviewer
    Location
    Godalming
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Utterly shocking service, reliability and speed in this day and age. I might as well post letters and visit the flicks to stay in touch with society
  • Reviewer
    Location
    goodier-webb
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If I could leave no stars I would. Please avoid this company, I wish id have known just how awful they were but I thought being owned by Shell they would be trustworthy. They are unprofessional incompetent and worst of all unscrupulous. You anyone but SHELL ENERGY
  • Reviewer
    Location
    Gosport
    Reviewing
    Shell Energy
    Date
    Comments
    The worst broadband company the don't let you know when your bill is due they don't let you know when your cut off because the modem will flash all green to show it's active but really it's cut off shell energy shut your broadband down please I said to them if they can talk to my mother but the woman rudely said no you are the account holder! I was about to shout back don't ever go with shell energy if you want to be screwed over.
  • Reviewer
    Location
    Gosport
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Literally taken over a month to leave these guys... they are impossible to shake... only just been able to pay the final bill but its been such a nightmare it wouldn't surprise me if someone hasn't done their job right and they try billing me again for some other random charge.

    I first tried calling customer support around 6 weeks ago to let them know I want to terminate all services. Sat on hold for 2 hours and then when someone picked up I could hear a dog barking in the background. They proceeded to instantly mute their phone and the line was silent for 2 minutes with me sounding like an idiot repeatedly saying "hello?". They then just hung up and the call ended. Rather than sit on call for another 2 hours I thought I would give an email just to cover myself and show I tried calling to indicate the date I wanted to cancel from.

    The email communication was a little faster than the call - took around 7 days... lol.

    When I received email communication it then took around 3 - 4 back and fourth messages just repeatedly telling them "I want to terminate absolutely everything and pay any final bills". This was said so many times until they finally got the picture.

    Whatever you do just avoid these people... I was a post office Internet customer before they handed me over to these guys... absolute waste of space. Go with literally anyone else. Save your brain cells.
  • Reviewer
    Location
    Granato
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is the worse internet provider ever! The first day internet did not work. We called the customer service line and we waited more than 40 minitues to speak with someone. They asked us to run some tests and then we had to wait a couple of days. Then we got a very slow connection. We paid for the fiber super fast and we go a super poor connection. We called them waited on the line another 30 minutes and they told us to wait 2 weeks... we waited the connection remained poor. We called again they asked us to run some more test in the next 24 hours and send it to them... we did. They never got back to us. We called them again they told us they had to run some tests for 48 hours and get back to us. At the end of their testing we did non have the connection anymore. We have been without connection for more than a week. We called them, again Waite on the line a long time to speak to someone and they did not fix anything. They told us an engineer has to fix this... but nobody came, no communication from them so far. They are terrible. we do not recommend this provider at all. We are paying for a service we are not receiving and they are not doing anything to fix it. They are in breach of contracts and they are getting money out of honest customers without giving them any service!
  • Reviewer
    Location
    Great edstone
    Reviewing
    Shell Energy
    Date
    Comments
    Just joined broadband ok but found out they charge for 0300 and some 0800 calls won't let me leave contract been whith them 2 months
  • Reviewer
    Location
    great haywood
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Have had shell broadband for the last few weeks but then phone for some reason has now been disconected onthe 22nd September so I have no broadband or telephone line. Contacted shell through livechat but nothing has so gar been done to put the problem right
  • Reviewer
    Location
    Great Yarmouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Customer service is poor to non-existent. I am at the end of a 12 month contract with the same problem I reported at the beginning of the contract, that means 12 months of paying for a service that was shoddy and not supported. If you are considering Shell Broadband, I recommend you look again.
  • Reviewer
    Location
    Great Yarmouth
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Was mostly fine, have had problems over the last week with the wifi cutting out, then being slow.
    Was with the Post office previously, they had the rare bad day but not this bad.
    I guess it's another case of right-wingers selling our public utilities to private companies who then do a worse job for more money.
  • Reviewer
    Location
    Greenock
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    I’ve been with shell energy since October. The speed is excellent and the wired connection is extremely reliable. But there is a big BUT the wireless connection is awful. Constantly just drops signal for no apparent reason as if you plug in to the router the broadband is working fine. It can be very frustrating. I appreciate it’s very cheap £21.99 but the wireless connection should really be much better than it is.
  • Reviewer
    Location
    Greenock
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely stay away from this company, 13 days in still no service and not a soul within customer service care and I actually wonder if anyone has a Brian cell, anytime I ask to go to cancellation I'm put to a random department
  • Reviewer
    Location
    Grimsby
    Reviewing
    Shell Energy
    Date
    Comments
    Had this service for 4 days and it is terrible average download speed on 4 different speed tests is 1.64mb. Not even enough for SD downloads. If i had known i was dealing with Talk Talk i would not have taken this deal.
  • Reviewer
    Location
    GRIMSBY
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    My broadband account with the P.O was changed over Shell energy,the contract expired end of July 2022. Icould not understand their charges to renew my contract so switched to BT, maybe not the cheapest provider but great service.
    I returned the router ( supplied f.o.c by the P.O. )and received confirmation that I had sent them proof of postage. over 3 months later I am still receiving threatening e-mails demanding £35.00 for the router.I have spent hours on the phone and sending e-mails to try and resolve this matter but I am not going to waste any more time trying to reason with this useless bunch of morons, and will try to resolve this matter through the ombudsman.
  • Reviewer
    Location
    Gtr Mcr
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shell Energy Broadband is the worst company I have ever tried to deal with. It is almost impossible to speak to the right person or get anything like a timely response.
    Former Post Office customers who were transferred to Shell should band together to form an action group, so that that their host of legitimate grievances can be presented in a structured manner.

    PS your star ratings should have a zero or negative option!
  • Reviewer
    Location
    GU27 1JF
    Reviewing
    Shell Energy
    Date
    Comments
    Customer service non existant. Don't know how to leave without paying penalty. (Don't know how long my transfered Post Office contract has to run). Will never use shell anything again. They have made me ill with worry. They infer I am lying when I complain.
    Never use Shell.
  • Reviewer
    Location
    Guisborough
    Reviewing
    Shell Energy
    Date
    Comments
    No stars,consistently over charged over 3 months, then asked to pay a bill so not cut off even though in credit! Left hand doesn’t know what the right is doing! Wish I hadn’t took contract with them.
  • Reviewer
    Location
    Gwynedd
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Shell bought the company that supplied my broadband. When I cancelled they wanted a full month of fees plus an extra fee of £35. I contacted the complaints department to enquire about this and got the usual…. Due to high volumes of customer enquiries……got a reply on June 7th….however I got the threatening email from a debt collection agency on 20th May….and it turns out that they want the money to dispose of my 3 year old router…… what a grabby corporation.
  • Reviewer
    Location
    Hackney London
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Turned to their services because of an excellent Utility Service they had provided. Sadly a wrong move. The Customer Conduit is non-existent? They make it very hard to contact them and then they do NOT seem to know what's going on? A very poor service for a so-called Broadband provider, they buy their services from Talk Talk who have already the worst reputation in the entire country and in this sector they SUCK, made a huge mistake switching to them?
    When I complained hey quoted that I had 13 devices on at the same time, when I actually only have a PC a Printer total? wonder are they making a case for themselves for when I leave...? Because they have been appallingly absent when needed, nasty service DO NOT SWITCH TO THEM.
  • Reviewer
    Location
    Halifax
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    My broadband account ended on 25th June. I called on 20th June to renew my contract. When I called Shell on the 26th June, they called me a liar and said I'd never renewed my contract. I waited over 2 hours to speak to someone. They said I could renew my contract, but it would be £50 renewal and I'd have to wait 3 weeks. I emailed to complain and asked them to review the recorded calls. Nearly a month later and I've heard nothing.
  • Reviewer
    Location
    Halifax
    Reviewing
    Shell Energy
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely horrible internet, WiFi crashes every 5 minutes and sometimes doesn't work for days definetly will be cancel. I have the internet for a few months now, and it's been the same horrible problem.

The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

Shell Energy are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Shell Energy.